Refund policy
Last updated: 8 January 2026
At NuProtein, we want you to be completely satisfied with your purchase. This Refund Policy explains your rights and our process for returns and refunds.
1. YOUR RIGHTS
As a UK customer, you have the right to cancel your order within 14 days of receiving your products under the Consumer Contracts Regulations 2013 (Distance Selling Regulations).
However, as our products are perishable food items, certain restrictions apply (see Section 3 below).
2. 14-DAY RETURN WINDOW
You have 14 days from the date you receive your order to request a return.
To be eligible for a return, you must contact us within this 14-day period by emailing: info@nuprotein.com
Please include:
- Your order number
- Reason for return
- Photos of the products (if applicable)
3. ELIGIBILITY FOR RETURNS
UNOPENED PRODUCTS:
Returns are accepted if:
- Products are unopened and in original sealed packaging
- Products are within their use-by date
- Packaging is undamaged and resalable
- You contact us within 14 days of receiving your order
We will provide a full refund (minus original delivery costs) for unopened products returned in resalable condition.
OPENED OR CONSUMED PRODUCTS:
Under the Consumer Contracts Regulations 2013, the right to cancel does not apply to:
- Perishable goods
- Sealed goods which were unsealed after delivery
- Food items which have been opened or partially consumed
We cannot accept returns of opened, partially consumed, or unsealed products unless they are faulty or damaged (see Section 4 below).
This is a legal exception to the 14-day cooling-off period and applies to all food products.
4. FAULTY, DAMAGED, OR INCORRECT PRODUCTS
If your order arrives faulty, damaged, or incorrect, we will provide a full refund or replacement at no additional cost to you.
WHAT QUALIFIES AS FAULTY OR DAMAGED:
- Products damaged during delivery
- Products that are past their use-by date upon arrival
- Products that are contaminated or spoiled
- Incorrect products sent (e.g., you ordered Original but received Blueberry)
- Missing items from your order
- Packaging severely damaged affecting product quality
WHAT TO DO:
Contact us immediately (within 48 hours of delivery) at: info@nuprotein.com
Please provide:
- Your order number
- Clear photos showing the issue
- Description of the problem
- Your preferred resolution (refund or replacement)
We will review your case and respond within 24-48 hours with a resolution.
For faulty or damaged products, we will cover the cost of return shipping by providing a prepaid return label.
5. HOW TO REQUEST A RETURN
STEP 1: CONTACT US
Email: info@nuprotein.com
Include the following information:
- Order number (e.g., #1234)
- Product(s) you wish to return
- Reason for return
- Photos (if products are damaged or faulty)
- Your preferred resolution (refund or replacement)
STEP 2: AWAIT AUTHORISATION
We will review your request and respond within 1-2 business days with:
- Return authorisation (if approved)
- Return shipping instructions
- Return address
Do not send products back without authorisation, as unauthorised returns may not be processed.
STEP 3: SHIP YOUR RETURN
For customer-initiated returns (change of mind):
- You are responsible for return shipping costs
- Package items securely to prevent damage during return transit
- Use a tracked shipping service
- Keep your tracking number for reference
For faulty/damaged products:
- We will provide a prepaid return label
- No shipping costs for you
- Follow the return instructions provided
STEP 4: REFUND PROCESSING
Once we receive and inspect your return, we will process your refund within 5-7 business days.
6. RETURN SHIPPING COSTS
CUSTOMER-INITIATED RETURNS (Change of Mind):
You are responsible for the cost of return shipping.
We recommend using a tracked delivery service, as we cannot be held responsible for items lost or damaged during return transit.
Return shipping costs are non-refundable.
FAULTY OR DAMAGED PRODUCTS:
We will cover the cost of return shipping by providing a prepaid return label or reimbursing your return postage costs.
Please retain your postage receipt for reimbursement.
7. REFUND PROCESSING
APPROVED REFUNDS:
Once your return is received and inspected:
- Refunds are processed within 5-7 business days
- Refunds are issued to your original payment method
- You will receive an email confirmation when your refund is processed
REFUND TIMEFRAMES:
- Credit/Debit Card: 5-10 business days (depending on your bank)
- PayPal: 3-5 business days
- Other payment methods: Up to 10 business days
Please note: The time it takes for the refund to appear in your account depends on your payment provider's processing times.
WHAT IS REFUNDED:
- Product cost (full price paid for returned items)
- Original delivery cost (only if the return is due to our error - faulty/damaged/incorrect items)
WHAT IS NOT REFUNDED:
- Original delivery costs (for customer-initiated returns)
- Return shipping costs (unless product is faulty/damaged)
- Any costs incurred due to incorrect delivery address provided by customer
8. EXCHANGES
We do not currently offer direct exchanges.
If you wish to exchange a product for a different flavour or pack size:
1. Request a return and refund for the unwanted item
2. Place a new order for the item you want
This ensures you receive your new product as quickly as possible while your return is being processed.
9. NON-RETURNABLE ITEMS
We cannot accept returns on:
- Products that have been opened, unsealed, or consumed (unless faulty)
- Products past their use-by date (unless they arrived past date)
- Products not in original packaging
- Products damaged due to improper storage by the customer
- Products purchased from unauthorised retailers (must be purchased directly from nuprotein.co.uk)
If you are unsure whether your item is eligible for return, contact us at info@nuprotein.com before sending it back.
10. DAMAGED DURING DELIVERY
If your order arrives with damaged packaging or appears to have been tampered with:
DO NOT ACCEPT THE DELIVERY if possible. Refuse the package and contact us immediately.
If you have already accepted delivery:
- Take photos of the damaged packaging and products
- Contact us within 48 hours at info@nuprotein.com
- Provide photos and your order number
- Do not dispose of the packaging (we may need it for a carrier claim)
We will arrange a replacement or full refund at no cost to you.
11. CANCELLED ORDERS
PRE-DISPATCH CANCELLATIONS:
If you wish to cancel your order before it has been dispatched:
- Contact us immediately at info@nuprotein.com
- Include your order number
- We will cancel your order and issue a full refund if it has not yet been dispatched
Orders are typically dispatched within 1-2 business days, so please contact us as soon as possible.
POST-DISPATCH CANCELLATIONS:
If your order has already been dispatched, you will need to follow the standard return process (see Section 5) once you receive the products.
12. LATE OR MISSING ORDERS
If your order has not arrived within the estimated delivery timeframe:
STEP 1: Check your tracking information (provided in your shipping confirmation email)
STEP 2: Contact us at info@nuprotein.com with:
- Your order number
- Tracking number
- Expected delivery date
STEP 3: We will investigate with the courier
RESOLUTION OPTIONS:
If your order is lost in transit:
- Full refund, or
- Replacement order dispatched at no additional cost
We will work with you to resolve the issue as quickly as possible.
13. STORAGE DURING DELIVERY
NuProtein bars are shelf-stable and do not require refrigeration during delivery.
However, in hot weather, bars may soften in transit. This is normal and does not affect product quality or safety.
If your bars arrive soft:
- Refrigerate for 5-10 minutes to firm them up
- This is not considered a defect and is not grounds for return
If bars arrive melted, severely deformed, or packaging is compromised, contact us for a replacement.
14. REFUND EXCEPTIONS
We reserve the right to refuse returns or issue partial refunds in the following cases:
- Products returned after 14 days without prior authorisation
- Products returned in unsaleable condition due to customer damage
- Products returned without proper packaging or protection
- Excessive or fraudulent return activity
- Products purchased from unauthorised third-party sellers
If we refuse a return, we will notify you via email with an explanation.
15. CONTACT US ABOUT RETURNS
If you have any questions about returns or refunds, please contact us:
Email: info@nuprotein.com
Our customer service team typically responds within 24-48 hours during business days (Monday-Friday).
We are committed to resolving any issues quickly and fairly.
16. CHANGES TO THIS POLICY
We may update this Refund Policy from time to time to reflect changes in our practices or legal requirements.
Any changes will be posted on this page with an updated "Last updated" date.
Your continued use of our website and purchase of our products after changes constitutes acceptance of the updated policy.
SUMMARY OF YOUR RIGHTS
✓ 14-day return window from date of delivery
✓ Full refund for unopened products in resalable condition
✓ Immediate replacement or refund for faulty/damaged products
✓ We cover return shipping for faulty/damaged items
✓ You cover return shipping for change-of-mind returns
✓ Refunds processed within 5-7 business days of receiving return
✓ Right to cancel order before dispatch
✗ Opened or consumed products cannot be returned (unless faulty)
✗ Original delivery costs not refunded (for change-of-mind returns)
✗ Products must be within use-by date and in original packaging
For any questions or concerns, email us at: info@nuprotein.com